When an issue falls outside the scope of the phone or chat support provided by GoDaddy Guides, the interaction gets escalated to Technical services. It might be a website migration that needs to get done or a new server that needs configuration — tough stuff that goes beyond ordinary support.
Members of Technical Services are organized into various specialty teams and lean on deep individual and shared knowledge to help GoDaddy customers. Most of these individuals are veterans of the company and very experienced with GoDaddy’s products and mission.
Hear it from GoDaddy Technical Services
We caught up with Technical Services Team members Scott Robinson and Eleanor Lemish to see what it’s like navigating their often-complex roles.
What are your day-to-day responsibilities?
I am responsible for answering advanced server calls, taking chats, and tackling support ticket requests. For numerous years now, I’ve offered advanced support for both Linux and Windows fully managed servers. I tackle everything from email issues, to downed sites, to compromises, and everything in between.
—Scott Robinson, Technical Account Manager
My day to day includes answering calls for support on fully managed, managed, and self-managed servers. I also handle support tickets and chat requests that come to our team from GoDaddy and, occasionally, Media Temple. Sometimes there are new issues that affect the customers on the dedicated and VPS servers in which I tend to take the time, investigate, and try to produce fresh solutions working with the system administrative team. This can include writing new scripts in bash to automate tasks.
—Eleanor Lemish, Technical Account Manager
Could you describe your experience up to this point?
I have had a wide variety of experiences with a whole gambit of customers from all over the world for the last eight years. I started at GoDaddy in the hosting department, fielding calls relating to our shared hosting plans. After 11 months, I was promoted to fully managed servers. It has been a long road, but an enjoyable and educational one at that. I have learned security measures, optimization tactics, and email troubleshooting, to name just a few things. I went from not knowing a ton about servers to writing nearly 80 articles on how to server effectively.
—Scott Robinson, Technical Account Manager
My experience with GoDaddy started in the inbound department, and from there I was a part of hosting, the SWAT pilot, professional web services, and then my current position. I would say that my experience collectively has been positive with all departments, but the one I am working for is the most exciting. I have learned so much in this department, from security issues, hidden bash commands, and Windows server configurations… Sometimes my brain is too full!
—Eleanor Lemish, Technical Account Manager
What’s one of the most complicated issues you’ve resolved?
That’s a good question. I don’t have any single issue I can reveal, but the most challenging ones are Windows-related issues. Most of my contacts are related to the Linux environment, though. Linux tends to be easier to work with, for me. Mainly because about 98% of my contacts have Linux servers.
Ironically, server or site compromises are the most enjoyable for me. I really dig trying to figure out the type of compromise and get it rectified. WordPress issues are another favorite of mine, too.
—Scott Robinson, Technical Account Manager
I think in this department the most complicated issues come from Windows servers and the Plesk control panel. Something like a broken bind or a customer who has made configurations outside of the control panel system can be complicated to resolve since we have less familiarity with those systems. With Windows specifically, there is nothing more we really offer outside of the Plesk control panel, so that can sometimes become an issue.
—Eleanor Lemish, Technical Account Manager
What are some of the skills necessary for someone in your role?
The primary skill needed for this role is a calm demeanor. A cool, level-headed approach to problem solving is paramount. Next, it is critical to have an understanding of people. When a person signs up for a fully managed server, they are spending a lot of money and rely on our expert advice and white-glove support. To deliver anything less is not acceptable. Finally, a solid understanding of advanced server issues is critical. Your Google Fu must be strong and your ability to troubleshoot complex issues needs to be on point. But it’s a learning game on a daily basis. I’m fortunate to be in a position where I get to learn something new every day and have the support of great colleagues.
—Scott Robinson, Technical Account Manager
Some of the skills necessary for this role would certainly include communication skills of all sorts. You need to be professional at all times and ensure that you are actively listening to what the customer is saying, because they might say one thing but mean another. I currently work the overnight shift, so this is important to me because most of my calls are from people in different countries. Another skill you should have is the basic knowledge of Linux and Windows systems, such as how to look at processes and basic terminal commands.
—Eleanor Lemish, Technical Account Manager
What advice would you give someone who wants to advance into your role?
Research and learn all you can about servers and server-related issues. Getting a good foothold on WordPress is a good idea, too, since so many customers have WordPress sites. Hit up LinkedIn Learning and other sources to better your knowledge of the server world. Next, request a shadow. We have people shadowing us from time to time and it really helps give the shadow a feel for what it’s like to work in this department. Finally, ask a lot of questions. When I first moved into fully managed servers, I was a question-asking fool. But that’s how you learn. Now, I author articles teaching others what I’ve learned.
—Scott Robinson, Technical Account Manager
My advice would be to become familiar with WHM/cPanel and Plesk as well as Windows Server and the Linux operating system. When I first started, I would practice memorizing how to build a LAMP stack from scratch and boot a Windows Server then place a simple website into it. There are also resources you can use to learn BASH, such as Codecademy (they have a free program) and the Red Hat Linux Labs, which are not free but will help you understand Linux enough to get the certification. Separate from technical skills, I would say to practice de-escalation techniques for the phones.
—Eleanor Lemish, Technical Account Manager
Do you often use your technical skills outside work?
Yes. I have my own server. The things I have learned on the job help me to manage my own server on a daily basis. I also manage three WordPress sites on said server. So that helps give me insight into the myriad of problems that can creep up in a WordPress environment. Things like connection string issues, to database errors, to the dreaded 500 error, and so much more.
—Scott Robinson, Technical Account Manager
I do use technical skills outside of work all the time. I am currently a student in a cyber security program at Northern Arizona University, so I get to use my technical skills there. I also own a small business where I host a few clients and personal websites on a GoDaddy VPS server.
—Eleanor Lemish, Technical Account Manager
The post GoDaddy Team Innerview: Technical Services appeared first on GoDaddy Blog.
